Trends

Trends are like saved searches, allowing you to combine commonly used filters on your Dashboard. Trends can ramp up your level of reporting and alert team members of changes in behavior patterns, allowing you to narrow the focus of your feedback to specific customer segments while tracking feedback over time. 

For example, customer support teams can use Trends to track responses associated with a specific representative or mentioning a product that was recently released. Then, rather than filtering the Dashboard to see those responses, they can head to the Trend page to view only relevant feedback.

In this section


How Trends work

At their core, Trends are made up of keywords and filters that you select. After a Trend is created, any responses that meet those specifications are filtered into that Trend and can be viewed together from the Trends page.

For example, you might create a Trend to track anytime someone mentions the word “quality.” New responses containing the word “quality” will be pulled into that Trend, as seen in this example:

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Creating Trends

Two features can be used to create Trends— keywords and filters. We'll explore how to create Trends with each, as well as how to combine them for more powerful insights.

If, before diving into creating Trends, you’d like an overview on how keyword searches and filters work on the Dashboard, check out Filtering the Delighted Dashboard!

Creating Trends from the Trends page

You can also create Trends from the Trends tab by clicking “Creating a new Trend” and searching for a keyword. We recommend creating Trends from the Dashboard so you can verify the search and layer in properties at the same time.

Creating Trends with keywords

To create a Trend with a keyword search:

  1. From your Dashboard, enter a keyword search in the search bar
  2. On the left hand side of the page, click "Create a trend with these results"
  3. By default, your search terms will become your Trend name. If you'd like to make changes to this, click the pencil icon to the right of the Trend name

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Creating a Trend with filters

To create a Trend using filters:

  1. From your Dashboard, select the filter (or filters) that you'd like to track
  2. On the left hand side of the page, click "Create a trend with these results"
  3. By default, your filters will become your Trend name. If you'd like to make changes to this, click the pencil icon to the right of the Trend name

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Combining keywords and filters to create Trends

You can combine keywords and filters when creating Trends. There are two ways to do this:

  • Apply both your keyword search and filters in the Dashboard before creating your Trend as usual. Check out Filtering the Delighted Dashboard to read about combining filters on the Dashboard!
  • Create your Trend with either the keywords or filters, and then edit the Trend after the fact. Read on below to learn how to edit Trends to take advantage of this strategy!

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Reviewing your Trends on the Trends page

Using the Trends page, you can filter and sort through all of the Trends you and your team have created.

Filtering Trends

There are two ways to filter Trends on the Trends page:

  • Created by you: This filter will show all the Trends you’ve personally created in Delighted
  • Created by others: This filter will show all the Trends other Delighted users have created

Sorting Trends

The drop-down menu lets you sort your Trends to adjust the order in which they are listed. The options include:

  • Most responses: Sort Trends by the volume of responses, from highest to lowest
  • Highest score: Sort Trends by the overall score metric, from highest to lowest
  • Recently created: Sort Trends by the date they were created, from newest to oldest

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Editing Trends

Use the Trends tab to sift through and edit all the Trends you and your team have created.

To edit a Trend, head to the Trends page, click on a specific Trend, and select “+ Add a keyword” or click on the filters under the “Filtered by” section. From here, you can adjust the conditions used to create your Trend. The responses filtered to this Trend will be updated automatically, as shown in this image:

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Using Trends to notify team members

There are two main ways to use Trends to notify your team member when relevant responses are submitted:

Have users subscribe to a Trend

Any Delighted user can subscribe to a Trend and receive an email when that Trend receives a new response. To do this, go to the Trend page, choose a Trend, and click the "Subscribe" button in the top right hand corner.

When at least one user is subscribed, a number will appear to the right of the “Subscribe” button.  You’ll see the number go up as new users join in. Hover over the "Subscribe" button to see which users are subscribed.

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Create an Alert with your Trend

After you create a Trend, head to the Alerts page and add a new Alert

From the dropdown, choose your Trend. Enter the email address you'd like to notify when the Trend receives new responses. This allows you to notify team members of responses, even if they do not have a Delighted login.

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Reporting with Trends

There are four main ways to report out a specific Trends, allowing you to drill down into your feedback and driving truly actionable insights:

CSV export

Export a CSV file for any of your Trend pages. The CSV will contain all the data specific to the responses in that Trend. 

Click on the “Export as CSV” button below the Trend filters to initiate your export.

Use case: Exporting Trends via CSV

We’ve seen Trend-specific CSV exports used in the following ways:

  • Sharing location-specific data with managers of a particular retail location
  • Pulling feedback related to a new product launch
  • Sharing that feedback with product or development teams
  • Grabbing quotes from promoters to include in internal presentations

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The Delighted graph

Visualizing survey metrics over time can help provide clear insight into whether customer sentiment is trending in a positive or negative direction. Using the graph feature on your Trends page can provide a quick glance at how feedback is trending. Simply click “Show graph” under your CX metric score to open it up!

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The Reports tab

All of the Delighted reports can be scoped to a specific Trend. To create a Snapshot, Over time, or Pivot table report with any of your Trends, go to the Reports tab and choose the desired Trend from the dropdown. For more information about the Reports Tab, check out section 7. Reporting and Analytics.

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API data pull

If you’re pulling information out of Delighted via our API, whether with our Listing Survey Responses or Metrics endpoint, you can scope the results to a specific Trend. To focus the results on a Trend, simply include the parameter:

trend=1234

To obtain the ID of a Trend, visit your Trends page, choose the desired Trend, check the URL, and grab the digits at the very end. For example, if the URL was https://delighted.com/trends/1234, the Trend ID would be 1234.

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